Tutorial: Azure Active Directory integration with Zendesk

In this tutorial, you learn how to integrate Zendesk with Azure Active Directory (Azure AD).

Integrating Zendesk with Azure AD provides you with the following benefits:

  • You can control in Azure AD who has access to Zendesk.
  • You can enable your users to automatically get signed-on to Zendesk (Single Sign-On) with their Azure AD accounts.
  • You can manage your accounts in one central location - the Azure portal.

If you want to know more details about SaaS app integration with Azure AD, see what is application access and single sign-on with Azure Active Directory.

Prerequisites

To configure Azure AD integration with Zendesk, you need the following items:

  • An Azure AD subscription
  • A Zendesk single sign-on enabled subscription

Note

To test the steps in this tutorial, we do not recommend using a production environment.

To test the steps in this tutorial, you should follow these recommendations:

  • Do not use your production environment, unless it is necessary.
  • If you don't have an Azure AD trial environment, you can get a one-month trial.

Scenario description

In this tutorial, you test Azure AD single sign-on in a test environment. The scenario outlined in this tutorial consists of two main building blocks:

  1. Adding Zendesk from the gallery
  2. Configuring and testing Azure AD single sign-on

To configure the integration of Zendesk into Azure AD, you need to add Zendesk from the gallery to your list of managed SaaS apps.

To add Zendesk from the gallery, perform the following steps:

  1. In the Azure portal, on the left navigation panel, click Azure Active Directory icon.

    The Azure Active Directory button

  2. Navigate to Enterprise applications. Then go to All applications.

    The Enterprise applications blade

  3. To add new application, click New application button on the top of dialog.

    The New application button

  4. In the search box, type Zendesk, select Zendesk from result panel then click Add button to add the application.

    Zendesk in the results list

Configure and test Azure AD single sign-on

In this section, you configure and test Azure AD single sign-on with Zendesk based on a test user called "Britta Simon".

For single sign-on to work, Azure AD needs to know what the counterpart user in Zendesk is to a user in Azure AD. In other words, a link relationship between an Azure AD user and the related user in Zendesk needs to be established.

In Zendesk, assign the value of the user name in Azure AD as the value of the Username to establish the link relationship.

To configure and test Azure AD single sign-on with Zendesk, you need to complete the following building blocks:

  1. Configure Azure AD Single Sign-On - to enable your users to use this feature.
  2. Create an Azure AD test user - to test Azure AD single sign-on with Britta Simon.
  3. Create a Zendesk test user - to have a counterpart of Britta Simon in Zendesk that is linked to the Azure AD representation of user.
  4. Assign the Azure AD test user - to enable Britta Simon to use Azure AD single sign-on.
  5. Test single sign-on - to verify whether the configuration works.

Configure Azure AD single sign-on

In this section, you enable Azure AD single sign-on in the Azure portal and configure single sign-on in your Zendesk application.

To configure Azure AD single sign-on with Zendesk, perform the following steps:

  1. In the Azure portal, on the Zendesk application integration page, click Single sign-on.

    Configure single sign-on link

  2. On the Single sign-on dialog, select Mode as SAML-based Sign-on to enable single sign-on.

    Single sign-on dialog box

  3. On the Zendesk Domain and URLs section, perform the following steps:

    Zendesk Domain and URLs single sign-on information

    a. In the Sign-on URL textbox, type a URL using the following pattern: https://<subdomain>.zendesk.com

    b. In the Identifier textbox, type the value using the following pattern: <subdomain>.zendesk.com

    Note

    These values are not real. Update these values with the actual Sign-On URL and Identifier. Contact Zendesk Client support team to get these values.

  4. On the SAML Signing Certificate section, copy the THUMBPRINT value of certificate.

    The Certificate download link

  5. Zendesk expects the SAML assertions in a specific format. There are no mandatory SAML attributes but optionally you can add an attribute from User Attributes section by following the below steps:

    Configure Single Sign-On

    a. Click Add attribute to open the Add Attribute dialog.

    Configure Single Sign-On add

    Configure Single Sign-On addattb

    b. In the Name textbox, type the attribute name shown for that row.

    c. From the Value list, type the attribute value shown for that row.

    d. Click Ok.

    Note

    You use extension attributes to add attributes that are not in Azure AD by default. Click User attributes that can be set in SAML to get the complete list of SAML attributes that Zendesk accepts.

  6. Click Save button.

    Configure Single Sign-On Save button

  7. On the Zendesk Configuration section, click Configure Zendesk to open Configure sign-on window. Copy the Sign-Out URL and SAML Single Sign-On Service URL from the Quick Reference section.

    Zendesk Configuration

  8. In a different web browser window, log into your Zendesk company site as an administrator.

  9. Click Admin.

  10. In the left navigation pane, click Settings, and then click Security.

  11. On the Security page, perform the following steps:

    Security

    Single sign-on

    a. Click the Admin & Agents tab.

    b. Select Single sign-on (SSO) and SAML, and then select SAML.

    c. In SAML SSO URL textbox, paste the value of SAML Single Sign-On Service URL which you have copied from Azure portal.

    d. In Remote Logout URL textbox, paste the value of Sign-Out URL which you have copied from Azure portal.

    e. In Certificate Fingerprint textbox, paste the Thumbprint value of certificate which you have copied from Azure portal.

    f. Click Save.

Create an Azure AD test user

The objective of this section is to create a test user in the Azure portal called Britta Simon.

Create an Azure AD test user

To create a test user in Azure AD, perform the following steps:

  1. In the Azure portal, in the left pane, click the Azure Active Directory button.

    The Azure Active Directory button

  2. To display the list of users, go to Users and groups, and then click All users.

    The "Users and groups" and "All users" links

  3. To open the User dialog box, click Add at the top of the All Users dialog box.

    The Add button

  4. In the User dialog box, perform the following steps:

    The User dialog box

    a. In the Name box, type BrittaSimon.

    b. In the User name box, type the email address of user Britta Simon.

    c. Select the Show Password check box, and then write down the value that's displayed in the Password box.

    d. Click Create.

Create a Zendesk test user

The objective of this section is to create a user called Britta Simon in Zendesk. Zendesk supports automatic user provisioning, which is by default enabled. You can find more details here on how to configure automatic user provisioning.

If you need to create user manually, please perform following steps:

Note

End-user accounts are automatically provisioned when signing in. Agent and Admin accounts need to be manually provisioned in Zendesk before signing in.

  1. Log in to your Zendesk tenant.

  2. Select the Customer List tab.

  3. Select the User tab, and click Add.

    Add user

  4. Type the Name and Email of an existing Azure AD account you want to provision, and then click Save.

    New user

Note

You can use any other Zendesk user account creation tools or APIs provided by Zendesk to provision AAD user accounts.

Assign the Azure AD test user

In this section, you enable Britta Simon to use Azure single sign-on by granting access to Zendesk.

Assign the user role

To assign Britta Simon to Zendesk, perform the following steps:

  1. In the Azure portal, open the applications view, and then navigate to the directory view and go to Enterprise applications then click All applications.

    Assign User

  2. In the applications list, select Zendesk.

    The Zendesk link in the Applications list

  3. In the menu on the left, click Users and groups.

    The "Users and groups" link

  4. Click Add button. Then select Users and groups on Add Assignment dialog.

    The Add Assignment pane

  5. On Users and groups dialog, select Britta Simon in the Users list.

  6. Click Select button on Users and groups dialog.

  7. Click Assign button on Add Assignment dialog.

Test single sign-on

In this section, you test your Azure AD single sign-on configuration using the Access Panel.

When you click the Zendesk tile in the Access Panel, you should get automatically signed-on to your Zendesk application. For more information about the Access Panel, see Introduction to the Access Panel.

Additional resources